eglobalis
NOVEMBER 12, 2024
Introduction In professional services, the stakes are high, and the margin for error is razor-thin. A single misstep—be it an overlooked deadline or a missed client update—can strain, or even sever, client relationships. But imagine transforming each client engagement into an indispensable experience that not only meets but anticipates and exceeds client expectations.
InMoment XI
NOVEMBER 12, 2024
Did you know consumers ranked social media in the top five most preferred channels for customer support? Furthermore, more than 80% of consumers expect a response from businesses on social media within two business days. With these customer expectations in mind, having a robust social media monitoring strategy that helps you stay connected with your customers has never been more important for maintaining a positive customer experience.
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BlueOcean
NOVEMBER 11, 2024
When a global IT corporation sought to modernize their customer service operations, we transformed potential revenue loss into strategic advantage. Through smart automation and people-first business process optimization, Blue Ocean achieved $25,000 in quarterly savings while reducing manual processing time by 22 hours per month. The Client A Multinational IT & Networking Technology Corporation This company has been our client for more than 10 years.
Retently
NOVEMBER 13, 2024
Shopping online is more than just convenient – it’s the new normal. But as ecommerce grows, so do customer expectations. Today’s shoppers aren’t just looking for products; they’re looking for experiences. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Experience Investigators by 360Connext
NOVEMBER 12, 2024
What if you could turn every customer complaint into a stepping stone for innovation? In this episode, we explore the untapped potential of negative feedback to revolutionize your business. Discover how reframing customer complaints can enhance relationships and uncover opportunities for growth. We’ll explore some strategies to categorize and analyze feedback, allowing you to pinpoint root causes and prioritize improvements.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
eglobalis
NOVEMBER 3, 2024
Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others. While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies.
InMoment XI
NOVEMBER 14, 2024
With 64% of Internet users discovering brands via social media, getting your marketing on point is essential. From simple reviews to detailed threads, there is a lot of online activity from individuals worldwide. Some of this activity could be relevant to your brand and industry. It could be an Instagram Story featuring your product or a post complaining about your recent update.
ShepHyken
NOVEMBER 12, 2024
I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations.
BirdEye
NOVEMBER 5, 2024
The verdict is clear: your online reputation lives and dies by your Google reviews. A recent Birdeye study reveals that consumers check online reviews 68% of the time before choosing a local business, and more than half of them read at least five reviews before deciding. With such high stakes, every Google review on your profile counts. Missing reviews are so concerning – they create critical gaps in your business’s credibility.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Experience Investigators by 360Connext
NOVEMBER 5, 2024
Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’
TechSee
NOVEMBER 4, 2024
In the realm of customer experience (CX), the fusion of visual technologies and artificial intelligence (AI) has given rise to a transformative force: Visual AI. But what exactly is it, and how does it redefine the way businesses interact with their customers? Let’s explore its capabilities and its profound impact on CX operations. What is Visual AI Visual AI , also known as computer vision, is a subfield of artificial intelligence that enables computers to interpret and understand the vis
eglobalis
NOVEMBER 5, 2024
Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential.
InMoment XI
NOVEMBER 13, 2024
Did you know that U.S. companies could save over $35 billion annually by satisfying existing customers? Understanding why customers want to leave can help you retain them and reduce acquisition costs. But, how do you identify customers at risk of leaving? You could guess based on their activity, but that would be ineffective. Instead, you need to leverage churn prediction to learn why customers may leave and what you can do about it.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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Joe Rawlinson
NOVEMBER 3, 2024
Customer service goes beyond responding to queries or concerns. It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. This means shorter response times and improved resolution rates. Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty.
ShepHyken
NOVEMBER 6, 2024
Imagine this … you’re running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a minute? If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service.
Thematic
NOVEMBER 14, 2024
Analyzing customer sentiment helps you understand what your customers want, need, and feel. It can help you create better products, refine the customer experience, and boost brand loyalty. Organizations who understand their customers can make data-driven decisions that actually meet their needs. Yet understanding how to correctly analyze your customer feedback comes with its own set of challenges.
C3Centricity
NOVEMBER 12, 2024
Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Interactions
NOVEMBER 11, 2024
In a recent conversation with Emerj Research , I had the opportunity to dive deep into the evolving challenges of customer experience (CX) alongside Chloe Rice, the Director of Global Customer Experience at Shutterstock. We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market.
InMoment XI
NOVEMBER 7, 2024
Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Furthermore, 86% of those leaders also agree that AI and automation have helped them scale their operations, with the majority believing those tools are more effective for scaling operations than hiring more customer service representatives.
CSM Magazine
NOVEMBER 12, 2024
It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods. For those organisations that are looking to carve out a competitive advantage in the publishing industry, developing new ways of building customer loyalty has never been mor
ShepHyken
NOVEMBER 5, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions? What are the benefits of proactive communication in customer service? How can AI-driven tools support customer service agents in delivering better service?
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Gainsight
NOVEMBER 14, 2024
Every year at Pulse Europe , we recognize European industry leaders who have made significant contributions to the field of customer success (CS), driving innovation and transforming the way businesses engage with their customers. Without further ado, put your hands together for this year’s Pulse Europe GameChanger Award Winners! [Insert Photo from Awards] The Architect : Odido, Jason de Krijger The Architect Award recognizes the individual or team that has gone above and beyond to build a thriv
Optimove
NOVEMBER 12, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: For marketers aiming to stay competitive and build lasting customer relationships, this post highlights essential insights into the future of marketing. It underscores how Optimove’s innovations—like AI-driven analytics, real-time engagement, and adaptive journeys—have been ahead of the market to drive personalized, customer-led strategies so marketers can enhance customer loyalty and maximize lifetime value.
Interactions
NOVEMBER 6, 2024
When researching to find the right IVA platform to elevate customer experience and boost contact center efficiency, you’ll develop a list of wants, needs, and deal-breakers when it comes to IVA capabilities. But even with IVAs that meet most of your criteria, you may not realize what you’ll miss out on—or the challenges ahead—when you select an off-the-shelf solution rather than an end-to-end partner that can provide a bespoke, white-glove approach.
InMoment XI
NOVEMBER 6, 2024
Conversational surveys are revolutionizing how businesses gather customer feedback by creating engaging, personalized interactions that resonate with all age groups, from Gen Z to Gen X. These dynamic surveys adapt their follow-up questions based on responses, enhancing engagement and encouraging more comprehensive survey participation. This innovative approach not only improves customer experience but also yields richer, actionable insights that empower businesses to refine their strategies.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
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